Job description
Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.
Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.
Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.
Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.
AbouttheRole:
Weareseekingahighlyanalyticalandprocess-drivenCustomerSuccessOperationsAnalystto
enhancetheefficiencyandeffectivenessofourCustomerSuccess(CS)team.Thisrolewillsupport
multiplebusinessunitsincludingOnboarding,CSMs,andCustomerEngineeringteams.
Withafocusonoptimizingsystems,streamliningworkflows,andprovidinginsightsthatdrive
customerretentionandgrowth,theidealcandidatewillhaveastrongbackgroundinCSoperations,
dataanalysis,andprocessimprovement.
KeyResponsibilities:
●DevelopandmaintainkeyCSoperationalmetrics,dashboards,andreportstotrackteam
performanceandcustomerhealth.
●OptimizeCSprocessesandworkflowstodriveefficiencyandscalability.
●OwntheadministrationandenhancementofCustomerSuccesstools(e.g.,Gainsight,
Salesforce,Zendesk,Tableau,etc.).
●PartnerwithCSleadershiptoidentifytrends,analyzechurn,andprovideactionableinsights.
●Supportcustomersegmentationandplaybookexecutiontoensureproactiveengagement
strategies.
●Collaboratecross-functionallywithSales,Marketing,Product,andFinancetoalignCS
initiativeswithbusinessobjectives.
●Standardizeandautomatekeyprocesses,suchasrenewals,onboarding,andescalation
tracking.
●Manageandrefinecustomerhealthscoringmodelstoimprovepredictiveanalytics.
●TrainandenabletheCSteamonbestpracticesfordata-drivendecision-makingandtool
utilization.
Qualifications:
●3+yearsofexperienceinCustomerSuccessOperations,RevenueOperations,orarelated
field.
●ProficiencyinplatformslikeGainsight,CRMtoolslikeSalesforce,ProjectManagementTools
likeRocketlane.
●StronganalyticalskillswithexperienceusingBItools(e.g.,Tableau,BiqQuery)and
Excel/GoogleSheets.
●Excellentproblem-solvingabilitiesandaprocess-orientedmindset.
●Abilitytoworkcross-functionallyandcommunicateeffectivelywithstakeholdersatalllevels.
●ExperienceimplementingautomationandprocessimprovementswithinCSteams.
●Familiaritywithcustomerjourneymappingandsegmentationstrategies.
PreferredQualifications:
●ExperienceinSaaSortechnologycompanies.
●KnowledgeofSQLorotherdataquerylanguages.
●Understandingofrevenueretentionmetrics(NRR,GRR)andforecastingmethodologies.
